Why CX Is the Key to Winning Back Your Customers from a Better Competitor
It was the end of the term in my first year at college. The dorm was closing up, and my flight was in three hours — plenty of time to get to the airport. I packed my bags, called a cab, and went to...
View ArticleWhy Great Customer Experience Is Free
This blog post got away from me. I initially intended it to be a simple article about the birth of the Total Quality Management movement and how it relates to the customer experience movement, but...
View ArticleAre You Mapping Out Your CX? The Importance of Customer Experience Geography
It's always hard to adapt new locations of your business to local culture, but it's especially difficult when you live in Middle Earth. Can Kale Bruleecreme find a way to satisfy the Riders of Rohan,...
View Article10 CX Principles to Make the Most of Your Company’s Setting Design
Every customer experience has what’s called a setting, the context in which the customer interacts with your organization. It can be your building or your website, your customer service phone line or...
View ArticleUse This Simple Exercise to Identify Your Company’s Customer Experience Needs
Customer experience is a weird topic. When I present my keynote address to groups of executives, everyone is engaged; they intuitively understand the fairly straightforward proposition that if you...
View ArticleCustomer Experience Alignment: Row in the Same Direction
In November of 2014, my father had a “serious cardiac event,” which is the polite way of saying he just missed having a heart attack. That same year, my wife and I gave my teenage son a Bunjo chair for...
View ArticleA Lesson from J.J. Abrams in Understanding Customer Expectations of Service
George Lucas won his fan's hearts only to rip them out like a high priest from the Temple of Doom. Meanwhile J.J. Abrams was able to draw Star Wars fans back by understanding their expectations. In...
View ArticleWhy Your On-the-Go Customers Hate Your B2B Mobile Website
Look around you at lunch, on the train, or in the doctor's waiting room. People are on their mobile devices, and a lot of them are squeezing in extra work. Is your site optimized so that these mobile...
View ArticleCall Centers Don’t Create Exceptional Experiences
A book tried to give me a heart attack this week. Fortunately, I grabbed some nearby defib paddles and shocked myself back to life, but what could a book possibly have to say that would shake the...
View ArticleThe Best Web Self-Services for Your B2B Website
Don't make your customer experience as excruciating as an afternoon trapped in the dentist's chair with a sadistic hygienist. Make quick, self-service options available and become the company that...
View ArticleB2B Customer Experience Management: What Makes It Different
John drove home from a business conference, his mind awhirl with thoughts and images. He’d just attended a presentation on customer experience design and management, and the speaker had painted a...
View ArticleCustomers Not Using Your Website? Improve Your Website Usability and Start...
David Bowman, the CEO of Hal.com, had a great, SEO-optimized website. It attracted organic search traffic, and his visitor counts were through the roof. The only problem — and it was a big one — is...
View ArticleSymptoms of Bad Customer Experience Management
Customers can easily tell when your customer experience is poorly designed and managed, but how can YOU tell? It’s not always easy; in fact, only 4% of dissatisfied customers will bother complaining...
View ArticleThe Tension Between Efficiency and Magic
If you’re a regular reader of my blog then you know that I have a slight Disney World problem. As a kid, I thought it was a great place to go. As an adult, I appreciate it as a masterful application of...
View ArticleCulture Drives Great (and Awful) Customer Experiences
I am fortunate in that I live in a suburb of Philadelphia where there are lots of shopping choices. Within twenty minutes of my house I can get to two major malls, several big box hardware stores,...
View ArticleVape Shops and Scent Marketing
I’ve recently started using vapes as a way to quit smoking cigarettes. If you’re not familiar with vapes, here is how they work: instead of burning tobacco to create smoke, a vape uses a heating...
View ArticleThe Disconnected Buyer and Healthcare CX
In my work and my presentations I make some extraordinary claims about what exceptional customer experiences can do for a business. I claim that exceptional CX will drive greater customer spending,...
View ArticleHosts Feel it More: Why We Get Angrier on Behalf of Others
Customer experience is all about creating an emotional response. I talked in a previous article about the disconnected buyer and how separation of buyer from consumer can make CX challenging. In the...
View ArticleIs Your E-commerce Web Site a Lonely Place?
A web site might be the only way that customers will interface with a particular business. Even if a business has a physical location, its web site has to provide the same information, services, and...
View ArticleTeach a User to Fish: Empowering Software Users by Design
For every car I’ve owned, I’ve always made sure I knew how to change the tire on that particular vehicle. I would locate the jack, place it in the correct spot on the undercarriage, jack up the car and...
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